Moving Forward with Third Party Feedback How quality standards and frameworks can help

Standards and frameworks What are they good for? What are they good for?

A focus on the V,M,G’s Input / output or Quality, effectiveness, efficiency, perceived value for effort

Balanced Scorecard A tool to aid: Translating the vision Translating the vision Communicating the vision Communicating the vision Business Planning Business Planning Review and learning Review and learning A focus on 4 dimensions: Financial, Customer, Internal Business Processes, Learning and Growth Financial, Customer, Internal Business Processes, Learning and Growth

Investors in People 4 Key Principles: Commitment, Planning, Action, Evaluation Examples of indicators The development of people is aligned with the organisation’s aims and objectivesThe development of people is aligned with the organisation’s aims and objectives The development of people improves the performance of the organisationThe development of people improves the performance of the organisation

International Customer Service Standard The 4 perspectives focus is not just on the customer, but also addresses the internal workings and infrastructure of the organisation; those that are essential in order to deliver outstanding service … and bring real value to the organisation The 4 perspectives focus is not just on the customer, but also addresses the internal workings and infrastructure of the organisation; those that are essential in order to deliver outstanding service … and bring real value to the organisation

Examples of criteria The organisation has a customer service charter The organisation has a customer service charter A focus on customer service is driving improved operating efficiency A focus on customer service is driving improved operating efficiency The organisation utilises technology to enhance customer transactions The organisation utilises technology to enhance customer transactions

Chartermark UK based Standard UK based Standardwww.chartermark.gov.uk

Australian Business Excellence Framework

Describe the systems and processes ► 1.2 Organisational culture ► 3.1 Collection and interpretation of data and information ► 5.2 Customer relationship management ► 6.4 Quality of products and services ► 7.1 Indicators of success

Can standards and frameworks help you move forward? Challenge current views and perceptions Provide insight to ‘means’ not just solutions Collective learnings of proven good and best practices

Questions